Company Overview

Since the 1970s, Chicago Family Health Center (CFHC) has become the primary care medical home for thousands of Chicagoans, including some of the city's most vulnerable populations. As an award winning, nationally recognized leading voice for community health centers, CFHC has played a vital role in providing access to affordable, comprehensive healthcare services to underserved communities throughout Chicago. We are a federally qualified community health center that has six locations: South Chicago, East Side, Roseland, Pullman, Chicago Lawn and Chicago Vocational Career Academy.

Our highly skilled doctors and medical staff are dedicated to providing the best possible care to our patients. We recognize the vital role CFHC plays not only in our patient’s health, but also as an essential resource that strengthens the communities we serve, which has established CFHC as a premier provider of choice and we welcome you to join our team. We are recruiting for our Call Center Manager, apply today and discover the many benefits of sharing your expertise with our valued patients.

Position Summary
Under the general guidance of the Director of Operations, the Call Center Manager is responsible for directing CFHC scheduling and empanelment operations. Review, develop and implement policies and operating structure of the call center. Oversee all call center staff to execute their tasks and monitor scheduling activity of non-call center staff. The manager is responsible for monitoring and managing provider panels and empanelment guidelines.

Essential Functions

Staff and Patient Support

• Recruits & trains staff and provides support to the call center.
• Assists employees to achieve customer service and scheduling performance goals.
• Develops and distributes reports for compliance monitoring and performance measurement.
• Communicates with health center managers and other staff for the purposes of training, support, evaluation, and other performance improvement purposes.
• Develops strategies for building patient and staff awareness around empanelment and related concepts for Patient Centered Medical Home certification, and coordinates implementation of any resulting patient/staff orientation or educational processes.

Appointment Scheduling

• Establishes, reviews and updates policies and procedures for call center operations.
• Maintains and improves call center operations by monitoring system performance, identifying and resolving problems, completing system audits and analyses.
• Privileges non-call center staff for appointment scheduling roles.
• Manages appointment schedule templates and providers scheduling preferences as needed under the auspices of the medical directors.
• Manages protocols for appointment call routing, distribution, and monitoring.

Education, Experience and Skills Required

• a minimum of a Bachelor’s degree, or equivalent experience in an ambulatory health care and/or call center setting required
• a minimum of five (5) - seven (7) year of Supervisory experience
• Able to accommodate various degrees of flexibility including evening and Saturdays as scheduled
• Must have analytical and problem solving skills.
• Excellent organizational, communication and computer skills.

Benefits

• Medical, Dental, Vision (Employee/Employer Contribution)
• Company Paid Life Insurance and Short-term & Long-term Disability
• Plus Supplemental Life Insurance
• 401 (k)
• Vacation/Sick Time
• Developmental Support
• Tuition Reimbursement

Equal Opportunity:

Chicago Family Health Center is an affirmative action/equal opportunity employer who is committed to cultivating diversity, equity and inclusion within all aspects of our organizations. We stand against and prohibit discrimination in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.